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The Information Technology Group (ITG) is responsible for:

    * Managing Macquarie's technology infrastructure
    * Supporting, maintaining and enhancing existing business systems
    * Delivering and deploying new systems, technologies and services

The Group provides each major business in Macquarie with a dedicated team that works closely with that business to understand its particular technology needs.

MGL as an organisation has a high reliance on technology in the execution of its business day-to-day. Therefore the availability of ICT systems and the resolution of faults is seen a critical by most Business Units.

A Key role in the management of Repetitive Incidents (Faults or Service failures) or Service Level Breaches is the Problem Analyst, who is responsible for assisting with the Management of all IT Infrastructure Problems within IT Service Management.

Responsibilities Include

    * Assist with the end-to-end Management of Problems for all IT related Infrastructure services.
    * Ensure all Problem Registrations and updates are performed in Remedy.
    * Investigate Compliance and quality issues with Remedy Problem tickets.
    * Conduct detailed analysis of Service Faults (incidents) to pro-actively identify underlying problems within the catalogue of ITS Services.
    * Prepare and Broadcast Formal Status Updates on Problems.
    * Participate in Problem review meetings (Service Owners, Problem Management, Change Management, Risk & Compliance)
    * Assigns Problem Owner for qualified problems
    * Prevents replication of Problem across multiple systems
    * Update all Problem Management Tools and Systems to ensure transfer of knowledge.
    * Prepare Written Reports on, Problems and Resolution as required.
    * Liaise with Business Unit Representatives on Problems.
    * Formulate Plans to expedite the resolution in Problems.
    * Identify and Recommend Problem Management Improvement Initiatives including Tools and Systems.

Additional Responsibilities

    * Act as a Backup to the following Service Support Roles
          o Problem Manager

Skilla and Experience

    * 2 to 4 years + experience working in an IT related Service Industry
    * Knowledge and Experience in the Delivery of Services to Customers
    * Knowledge of the ITIL Framework
    * Understanding and Experience of Problem Management Process and Systems
    * Advanced User skill level for the Problem Management Toolkit
    * Remedy Application Power User (desirable)
    * Knowledge and use of Microsoft SharePoint
    * Knowledge of the Banks Business Units
    * Strong Written and Oral Communicator